Paper Contents
Abstract
This study explores the impact of Customer Experience Management (CEM) on e-Service Quality (e-SQ), Guest Satisfaction, and Guest Loyalty in the hospitality sector of West Bengal. Through a structured survey distributed to 300 hotel guests across various categories of hotels, the research examines the relationships between these variables. Data analysis using regression and correlation techniques highlights that CEM significantly influences e-SQ, which in turn affects guest satisfaction and loyalty. The findings emphasize the need for hotels to adopt digital strategies for enhanced customer experience. This paper also discusses managerial implications and offers recommendations for hospitality practitioners.
Copyright
Copyright © 2025 Anamita Biswas. This is an open access article distributed under the Creative Commons Attribution License.
